SLA support for feedback posts (bug reports, etc.)

While SLAs are not yet directly supported for feedback posts, we just launched Tickets – which are actually even more ideal for this use case and already support Workflows with SLAs.

You can set up a separate public Ticket Portal alongside your Help Center and Feedback board where customers can submit bug reports and other support-type issues – keeping your Feedback board focused on product ideas and feature requests.

Similar to feedback posts, Tickets have custom statuses, custom fields, and can be synced with integrations like Linear, Jira, HubSpot, etc. to keep everything in sync.

What makes Tickets even better for handling support issues:

• Private conversations with customers, while still notifying them via email about all activity

• Team assignment so you can easily escalate issues to the right people

• Tracker tickets to group related bug reports across multiple customers and propagate status updates to all of them at once

• SLA policies with business hours, so timers only count during your team's working hours

Feedback posts are designed to collect product ideas and guide your roadmap – they’re typically not meant to have SLAs.

If you want SLAs for your bug reports and support issues in Featurebase, I'd definitely recommend checking out the new Tickets feature.

We'd love to hear your feedback on it!